Set up 2-Step Verification

Troubleshoot 2-Step Verification

The Google Apps Service Level Agreement does not apply to any services used in connection with 2-Step Verification if the verification process relies on third-party voice or data providers to deliver the verification code.

Account Recovery and Support for Administrators

2-Step Verification is currently available for Google Apps for Work, Education, Government, and Google Apps (free version).

Enforcement and access to user backup codes are available to Google Apps for Work, Education, and Government but not Standard edition.

My user lost their phone, and is locked out of their account.

Instruct your user to use one of their backup codes to sign in.

Backup codes are provided on their Sign-in verification page when they enroll in 2-Step Verification. These act as backup one-time passwords for use in case they lose their phone. We strongly suggest users to print or write down these codes and store them securely.

If your user has lost their phone and doesn't have their backup code, you can obtain a backup code for them via: Admin console > Users > (select user) > Security > Show backup verification codes

I'm a Google Apps administrator, and I'm locked out of my account.

If you've lost your phone, and you don't have your backup codes, and you don't have access to a device that you've accessed your Google Account from via 2-Step Verification in the last month, you should contact another administrator on the domain whom will be able to provide backup codes to you.

If you're still unable to access your account, have another Google Apps administrator contact Google via the Google Apps direct contact channel. They will need to provide their customer PIN which is in their Google Apps control panel under the Support tab.

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